topic Re: Is this a record? in Plusnet Feedback

Is this a record?

jelv — Wed, 11 Dec 2013 14:58:41 GMT

Ticket raised Wednesday 13 Feb 2013
Several updates back and forward with last response from Plusnet Monday 15 Feb 2013 to say it was being investigated.
Further updates added by me (with requested wireshark captures) up to Wednesday 3 Apr 2013
Then nothing until out of the blue today a response from Plusnet (I was wondering if it would get to a full year waiting for a response)
That's 9 months waiting for a response.
What this does highlight is that the Plusnet ticketing system does not have anything to check that tickets have been forgotten - perhaps a check run weekly.

Re: Is this a record?

Kelly — Wed, 11 Dec 2013 15:03:08 GMT

This is my teams fault. (Not general customer support) We haven't been keeping on top of them. Chris Parr is having a look to work out what's gone wrong.

Re: Is this a record?

Townman — Wed, 11 Dec 2013 16:57:04 GMT

Kelly,
There is nothing like bellying up to the truth and taking it on the chinn. Respect!
Just hope Chris ensures it can never happen again.

Re: Is this a record?

Chris — Wed, 11 Dec 2013 17:05:37 GMT

It's in a specialised ticket pool that only has 1 other ticket (recently updated) in there, and there's only 1 very small team that pick those tickets up. Cricket bat has been applied where required :mand:

Re: Is this a record?

jelv — Wed, 11 Dec 2013 17:42:56 GMT

Shouldn't there be something that goes across ALL pools and reports any tickets where the last activity was more than (say) a month old as a safety net?

Re: Is this a record?

Kelly — Wed, 11 Dec 2013 17:45:08 GMT

Yep. It excludes the specialised pools though.

Re: Is this a record?

jelv — Wed, 11 Dec 2013 17:46:29 GMT

Quote from: Kelly
Yep. It used to exclude ~~excludes~~ the specialised pools though.

Hopefully?